Complaints

This profile includes complaints for Shipt's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shipt

  420 20th St N STE 100 Birmingham, AL 35203-5213

  
• 

  Shipt

  201 3rd St, 8th Floor San Francisco, CA 94103

• 

  Shipt

  17 20th St N Ste 100 Birmingham, AL 35203-4026

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order delivered delivered on Nov 1, 2023, 10:23 AM. Order #********* at Target I ordered on shipt and no one helps me. I am missing multiple items, also damaged items and no one helps me. I want my full refund. Their service is terrible, especially their customer service by email and chat.

  

  Business Response

  Date: 11/02/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.

  We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a refund today for the $88.40 charge associated with order #********* to satisfy this BBB complaint. The member should see that reflected on their bank statement within the next 5-7 business days, and the associated refund receipts will be sent to their email provided. 

  Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staying with my sister in law and signed up for Shipt. I didn't have a card to use to pay only an EBT, so she paid for it for me. Shipt cancelled the order and when I tried to contact to find out why, nobody answered me. They could have at least given me the courtesy to answer me on why it was cancelled.

  Customer Answer

  Date: 10/30/2023

  I want them to contact me to answer my question on why my order was cancelled.

  

  Business Response

  Date: 11/17/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.
  
  We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding their order cancellation. Due to the nature of the request, the member will need to continue to speak with this department regarding any questions about their order or billing.

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been constantly overcharged with absolutely no help from customer service which was contacted numerous times. 10/16/2023DEBIT CARD PURCHASE XXXXX**** SHIPT* ORDER WWW.SHIPT.C AL $173.83 this was for Order #********* at Target however i have been overcharged for this order which refuses to be refunded in the amount of 10/14/2023SHIPT* ORDER CARD#****$29.63 I was also overcharged for my recent order of Order Total $40.06 which was order number Order #********* at Target however the amount charged to my bank is ***** these are just the past 2 orders i have constantly had to contact customer service over these issues

  

  Business Response

  Date: 10/29/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can. We sincerely apologize for the frustration this situation caused.
  

  When you place an order with Shipt, we preauthorize the amount your order is expected to cost plus a small allowance for substitutions and/or additions. These will be pending charges, but we will only capture the amount of your order total based on the items that your shopper delivers to you. 

  If for some reason we do not preauthorize for enough, we will take the remaining balance out as a second payment. If the preauthorized amount is more than your actual order total, we will refund part of that preauthorization and only charge you based on your accurate order total. We have emailed you the receipts from the orders you've mentioned in your complaint for your record. 

  We understand this wait for an explanation of charges was not the best, and we want to make the delivery process as seamless and easy as possible. We have applied an ***** credit to your account for your next delivery placed on Shipt.com.  Should you have any trouble using this credit, our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.

  
  

• Initial Complaint

  Date:10/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally placed an order. The order was delivered and the chemicals had spilled out. I was missing multiple items and I reported this immediately. I was informed I would receive a follow up email but rather than waiting I reached out via email. The agent did not handle my issue and proceeded to not assist me with my issue. He then left my chat without closing it and never assisted me after an hour of chatting. I called customer service and was informed that my issue had been denied with no valid reason. I am requesting a full refund and I also want to file a formal complaint against the chat agent that I spoke with

  

  Business Response

  Date: 10/10/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
  

  We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a refund today for the $70.24 charge associated with order #********* to satisfy this BBB complaint. We are happy to review any feedback or insight the member would like to provide on their experience using the contact information below.

  Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* T

• Initial Complaint

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for SHIPT service for free 2 hour delivery from Target for orders over $25. It's been 16 days since my last order. Now all of a sudden they are charging a 'REGIONAL SHIPT SHOPPER BENEFIT FEE" OF $4.99. I called and asked about this and was told it was to comply with Prop 2. that's a bunch of BS. I read all of Prop 22. IT SAYS NOTHING ABOUT THAT. If they have to pay benefits to their Shipt Shoppers, that's their problem. This was not part of the Shipt agreement I made last year when I signed up for SHIPT. There should be a class action suit made against Shipt.

  

  Business Response

  Date: 10/04/2023

  As a company, Shipt always seeks to provide an exemplary customer experience. We consider anything less to be unacceptable, and we definitely want to make this right as quickly as possible.

  Shipt customers who place an order for delivery in ********** will see a $3.99 fee at checkout. This fee helps support our shoppers and ensure they receive all benefits under Proposition 22, including guaranteed earnings for driving time, shopping time, and mileage as well as a health care subsidy for eligible shoppers. 

  We would like to express our sincerest apologies to this customer for the poor experience and frustration this caused. We canceled their membership, as requested, on October 4th and contacted Target to have their $99 membership fee refunded on the same day. They should see that reflected on their bank statement within the next 5-7 business days. Target can be reached at ************** should the customer need to contact them directly regarding their refund.

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20675372
   I am rejecting this response because.  You cancelled my SHIPT membership and as of today's date, 10/13/23. I have not received a refund. Shipt is owned by Target so I don't know what they mean by "they contacted Target".  Now, since the one year membership was not up yet, you have taken away the benefits prior to the end of the term AND I don't have my money back.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/22/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.
  

  We would like to express our sincerest apologies to this customer for the poor experience and frustration this caused. We canceled their membership, as requested, on 10/4/2023 and contacted Target to have their $99 membership fee refunded on the same day. They should see that reflected on their bank statement within 5-7 business days.
  

  We also would like to apologize for any confusion surrounding the members Shipt membership benefits. Although the membership was canceled and refunded on 10/4, the customer still has access to their membership benefits until 11/24/2023; The customer is able to continue ordering through Shipt or Target without seeing a delivery fee on orders over $35 until this date.
  

  Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************. While we do not have access to charges made through Target.com, Target can be reached at ************** should the customer need to contact them directly.

• Initial Complaint

  Date:10/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions:July 31st ( $ ******) order # ********* & August 14th ($99.00) Membership fees Total amount dispute $ ****** I placed an order with Shipt on July 31st which was never delivered and I reported the incident in a timely manner to their ** but no actin was taken and they asked me to send an email to a different department which I did immediately but again some robotic replies , then I tried to cxl my membership on August 12th and the page kept saying cannot process your request .I did not get my order delivered and I was charged for membership fees that i tried to cxl and the ** are non responsive to phone calls and no action is taken via emails or live chat from Shipt side.******

  

  Business Response

  Date: 10/04/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to make this right.

  We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. We have issued a refund today for the $145.92 charge associated with order #********* to satisfy this BBB complaint. We have also issued a refund for the $99.00 charge associated with the annual membership to satisfy this BBB complaint. The member should see that reflected on their bank statement within the next 5-7 business days, and the associated refund receipts will be sent to their email provided. 

  Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** reached out numerous time about an order I did not receive & I have yet gotten a refund or response.

  

  Business Response

  Date: 09/25/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.

  We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the member has been in communication with our Payments team regarding the request for a refund. Due to the nature of the request, the member will need to continue to speak with this department to have a refund processed. 

  Alternatively, the customer can also file a dispute with their bank if they prefer. If the bank has any questions regarding a charge or how to initiate a dispute, they can reach out to our Payments Team at ************************************ They are happy to help.

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

• Initial Complaint

  Date:09/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-24-2023 I placed a shipt order.There was a special promotion that for any order over $15, they would give you $100.00 off.I placed order#********* and the total order after the $100.00 promotional discount was applied was going to be $25.97. I had secured a time slot and paid.Then a couple hours later I received a text message and and email that Shipt had cancelled my order, due to incorrect pricing information. Turns out this was the $100.00 promotion.So I then had to reorder my whole grocery order at full price. I called and they told me it was due to a system glitch and that they could not offer the $100.00 promotion.In my opinion, you can't offer someone $100.00 off, then just take it away. When they cancelled my order they cancelled my time slot for delivery as well. I then had to get my order hours later than expected and I had to go through ordering it again.I want the $100 promotion that I was offered and was took away from me.

  

  Business Response

  Date: 09/25/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable.

  We would like to express our sincerest apologies to this member for the poor experience and frustration this caused. Due to some technical issues, our system incorrectly set up the coupon code. I sincerely apologize for the frustration this has caused you today. We are unable to honor the $100 off, but we have issued a ***** credit to the member's account for the inconvenience.

  Our Experience Team can be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20651651
  
  I am rejecting this response because: I was offered $100 off for any order over $15 and that is what should be honored. I placed a valid order over $15 and I was not given what I was told I would be given. I was also inconvenienced by having to change the delivery time of my order by multiple hours. This is highly unacceptable. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I have never used Shipt, a delivery service, but continue to get text messages from the Shipt company regarding orders placed by someone else ("***"). These text massage come to me every time *** orders, as he entered the incorrect phone number for his account. I have asked the shoppers, who text me updates on his orders and ask questions, to please notify *** he has entered the wrong number. I have called customer service twice and had my number removed from his account. Yet, I still get text messages weekly when he orders deliveries through Shipt. It is not only annoying to me to constantly get text massages that have nothing to do with me, but it is also unsafe practices. I have been asked what medicines the shopper should purchase. I have been sent photographs of the location the shopper dropped off his packages. I cannot understand why Shipt is allowing my number to be associated with Dans account when I have told them of the problem repeatedly.

  

  Business Response

  Date: 09/25/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.

  We apologize for any frustration and are happy to review this further to see how we can best assist. We have located the error on this phone number communication, and have submitted a request for it to be resolved. 

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.
  

  
  

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Shipt customer since 2020. I had an order not get delivered or shopped at all for me. The shopper just went and marked it delivered. It was a $300+ order. The shopper never started the shopping (they send you a text when they do). Anyway, I called customer service 2x. Both times they were extremely short with me and said they would look into it to get me a refund They never got back to me and I called again and got know where with customer service. I ended up cancelling my credit card purchase for that particular order I tried ordering again from them and they suspended my account because I cancelled the charge for the purchase that was never shopped or delivered

  

  Business Response

  Date: 09/25/2023

  As a company, Shipt always seeks to provide an exemplary member experience. We consider anything less to be unacceptable, and we definitely want to help in any way we can.

  We would like to sincerely apologize to this member for any inconvenience or frustration this has caused. In reviewing our records, we see that the cardholder initiated a dispute with their bank for the charge. Once a dispute has been initiated, we will temporarily block access to an account until the dispute is resolved. If the cardholder has any questions regarding the dispute, they can reach out to our Payments Team at ************************************ They are happy to help.

  Our Experience Team can always be reached directly at ************, via email at *********************************** and via live chat on our homepage at Shipt.com. This information can be found on our website at ***********************************************.